Call Center Representative – Roadside Assistance

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Respond to incoming calls from members seeking emergency roadside assistance, which may include towing, locksmith services, fuel delivery, battery support, and minor mechanical repairs.

• Assess the members’ situations, prioritize their immediate safety, and accurately document all relevant details without delay.

• Maintain a calm and empathetic demeanor when handling high-pressure calls.

• Communicate essential information to both internal and external teams to facilitate prompt dispatching.

• Work collaboratively with the team to ensure the efficient operation of Emergency Roadside Services.

• Operate within a structured environment where performance goals are established and evaluated to enhance member satisfaction.

⛳️ Requirements

• Previous experience in customer service is required.

• Experience in a Call Center is preferred.

• Bilingual capabilities, particularly in Spanish, are advantageous.

• Ability to deliver exceptional customer service and excel in a high-volume call environment.

• Strong verbal and written communication abilities.

• Empathetic nature with a genuine desire to assist individuals in distress.

• Advanced computer skills and the ability to multitask, including simultaneous talking and typing while navigating various systems and screens.

• Solid understanding of maps, GPS technology, and traffic safety regulations.

• Proficiency in Microsoft Teams and Outlook.

• High School diploma, GED, or equivalent required.

• A dedicated and distraction-free workspace is necessary.

• Must have direct Ethernet connection to ISP; DSL, satellite, or mobile hotspots are not acceptable.

• Minimum internet speed requirements are 25 Mbps for download and 5 Mbps for upload.

• Ability to maintain productivity and confidentiality while working remotely.

• Regular participation in virtual team meetings and training sessions is expected.

• Availability during standard business hours with flexibility for potential shift changes.

🏝️ Benefits

• Scheduled pay increase after 6 months of service.

• Additional 10% pay differential for weekend shifts.

• An extra $1.00/hour for those fluent in both English and Spanish.

• Tenure-based pay increases of up to $2.25 over a period of 6 to 18 months.

• Monthly incentive program available after 6 months, based on performance and tenure.

• Opportunities for career advancement.

• A company-provided computer for work purposes.

• Partial reimbursement for internet expenses.

• Comprehensive health coverage, including medical, dental, and vision.

• 401(K) savings plans with company matching contributions.

• Pension plan.

• Tuition assistance for educational purposes.

• Floating holidays and paid time off for community volunteer activities.

• Paid parental leave for new parents.

• Wellness programs to promote employee health.

• Discounts for employees on memberships, insurance, travel, entertainment, services, and more.